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Copyright ©2015 Pearson Education, Inc. 13-1
Chapter11ManagingCommunication and Information
Learning Outcomes
• Describe what managers need to know about communicating effectively.
• Explain how technology affects managerial communication.
• Discuss contemporary issues in communication.
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13.1 Define what managers need to know about communicating effectively.
Effective Communication
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Communication:A transfer of understanding and meaning from one person to another.
The Communication Process
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Factors Affecting Encoding
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• Skill• Attitudes• Knowledge• Social cultural system
Communication Channels
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• Formal channels• Informal channels
Decoding and Feedback
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Decoding:Translating a received message.
Feedback: Checking to see how successfully a message has been transferred.
Written vs. Verbal Communication
Drawbacks:•Time consuming•Doesn’t lend itself to feedback like oral communication
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Advantages•Tangible/verifiable•Permanent record•Stored for later reference•Well-thought out
The Grapevine
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Nonverbal Cues
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Communication Barriers
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Overcoming Communication Barriers
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13.2Explain how technology affects managerial communication.
Technology and Communication
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1. Networked computer systems2. Wireless capabilities
Networked Communication
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Networked Communication Applications
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•E-mail•Instant messaging (IM)•Voice-mail•Fax machines
Networked Communication Applications (cont.)
•Electronic Data interchange (EDI)•Teleconference and videoconference meetings•Organizational intranet •Organizational extranet•Internet-based voice/video communication
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Wireless Communication
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People don’t need to be physically at the office to communicate, collaborate, and share information with managers and colleagues.
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13.3Discuss contemporary issues in communication.
Contemporary Issues
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1. Communication management in an Internet world
2. Managing the organization’s knowledge resources
3. Communicating with customers4. Getting employee input5. Communicating ethically
Communication in an Internet World
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1. Legal and security issues2. Lack of personal interaction
Legal and Security Issues
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• Electronic information is potentially admissible in court
• Sensitive, proprietary information at risk
Personal Interaction
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Social media can minimize personal interaction.
Knowledge Management
Cultivating a learning culture in which organizational members systematically gather knowledge and share it with others.
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Customer Service
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Three components in any service delivery process:
• Customer• Service organization• Individual service provider
Strong Service Culture
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Finding out what customer needs are, meeting these needs, and following up to make sure those needs were met satisfactorily.
Employee Input
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Ethical Communication
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Presented material that contains all the relevant information, is true in every sense, and is not deceptive in any way.
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